Issue Tracking, Ticketing, Escalation 3.6.1

DoIT has a Service Desk ticketing System (currently Remedy) that is used to track all ongoing maintenance issues reported by DoIT’s customers. DoIT also has a separate Support Desk that is a central point of contract for all technology issues including desktops, network and server infrastructure and web applications. Web Services issues received by the DoIT Service Desk will be recorded in DoIT’s Service Desk ticketing system (either Remedy or new system implemented by DoIT), which will notify appropriate technical personnel from this Contract if the problem is determined to be related to the Web Services supported under this Contract.

DoIT maintains a separate Network Operations Center (NOC) that is responsible for providing technical support for DoIT’s state-owned network and hosting infrastructure. 3.6.1.1 The Contractor shall establish and maintain a ticketing system to record and monitor

all SIRs and CRs. Separate ticketing systems for non-Operational Baseline Work Orders are acceptable.

3.6.1.2 The Contractor shall provide a phone number and an e-mail address for tbe State to report CRs and SIRs. A caller must have the ability to leave a message.

3.6.1.3 The Contractor shall respond to tickets during the hours specified for availability service levels at the response and resolution times defined in Section 3.11.

3.6.1.4 The Contractor shall provide remote access to the ticketing system for use by DoIT staff and, for non-Operational Baseline Work Orders, the Requesting Agency. Access to all such system(s) shall be provided to DoIT for audit and review purposes. 3.6.1.5 The Contractor shall notify the State that a reported issue is closed, with an indication

of the resolution.

3.6.1.6 For Web Applications not hosted by the Contractor, any issue the Contractor believes to be State network related shall be reported via a ticket submitted to DoIT’s Service Desk for network managed services technical support.

3.6.1.7 The Contractor shall work collaboratively with the State’s NOC to assist in the resolution of issues that affect the State’s network infrastructure.

3.6.1.8 The Contractor shall establish and follow standard notification and escalation procedures to keep the State informed of unresolved issues, requirements, and defects.

3.6.1.9 The Contractor shall record any Security Incidents as a SIR. Change Management

3.6.2

3.6.2.1 The Contractor shall maintain all System Source Materials in an electronic configuration management system using documented change management

procedures. These shall include at a minimum, for the Web Services furnished under this Contract:

a) All Web Services:

i. Standard operating procedures ii. Backup and Disaster Recovery Plan b) Hosting Services

i. Network and security architectural design ii. Software inventory

c) Web Application Management Services i. Roles and responsibilities matrix ii. System Documentation

d) Web Application Development Services i. Roles and responsibilities matrix ii. Functional System Design Document iii. System Documentation

3.6.2.2 The Contractor shall follow any change management procedures established by DoIT or a Requesting Agency.

3.6.2.3 The Contractor shall work with the Contract Manager to recommend and finalize a configuration control process that interfaces on a regular basis with the State and supports the goals and objectives of this Contract.

3.6.2.4 Where necessary, the Contractor shall establish change management processes with a Requesting Agency to: ensure work under development and work in production is backed up and minimize risk of downtime of any Web Application.

3.6.2.5 The Contractor shall record, manage, and keep up to date all reported issues, defects, and change requests in a repository, following documented procedures. The

Contractor shall make these issues, defects, and change requests along with their current status, available to DoIT and the Requesting Agency upon request. 3.6.2.6 Unless specified otherwise in this Contract or a Work Order, all Upgrades and

regulatory updates for non-custom software shall be provided at no additional cost. 3.6.2.7 The Contractor shall establish a weekly configuration change control meeting

working with DoIT and/or State contractor(s) to ensure redundant services, network security management, monitoring, data backup, storage, disaster recovery and restore services.

Reporting 3.6.3

3.6.3.1 The Contractor shall provide reporting as described in a Work Order.

3.6.3.2 The Contractor shall analyze information for various business purposes requested by the State.

3.6.3.3 The Contractor shall provide weekly and monthly status reporting.

a) Weekly status reporting shall include trend analysis and any recommendations regarding system performance, availability, security and capacity.

b) Weekly and monthly status reporting shall include SIR and CR tracking, metrics, and also record solutions and projected resolution dates for unresolved SIRs and CRs. 3.6.3.4 Contractor shall furnish reports that demonstrate whether SLAs have been met for the

reporting period.

Contractor-supplied Hardware, Software, and Materials 3.6.4

DoIT envisions that hardware, software and materials might be needed to fulfill the scope of a Work Order issued under this contract, when Web Services provided are outside the

Contractor’s hosted environment.

3.6.4.1 The Contractor shall be responsible for acquiring any necessary hardware and software and for the hardware, software and materials needed for Contractor Personnel working at the Contractor’s location or onsite at DoIT.

3.6.4.2 Hardware and software for any Work Orders within the scope of this RFP shall be purchased according to the procedures outlined in Section 3.13 of the RFP. DoIT reserves the right to purchase hardware and software from other sources if in the best interest of the State. Any hardware or software purchased for the State can only be provided at cost without markup.

3.6.4.3 Hardware and software costs procured as part of the RFP cannot exceed 49 percent of the total Contract value. Material costs shall be passed through with no mark up by the Contractor.

Custom Software 3.6.5

3.6.5.1 As described in the sample Contract (Attachment A), the State shall solely own any custom software, including, but not limited to application modules developed to integrate with any COTS and/or System Source Materials, when developed under this Contract.

3.6.5.2 For all custom software provided to the State pursuant to this Contract, the Contractor shall provide the System Source Materials directly to the State in a form acceptable to the State.

3.6.5.3 The State shall have the right to audit System Source Materials for each software product that comprises the solution as represented by the Contractor. This audit shall be scheduled at any time that is convenient for the parties to be present. The State shall be provided with software or other tools required to view all software source codes.

3.6.5.4 The Contractor shall provide the current source code and documentation for all custom software to the State at the time of Contract termination.

Travel Reimbursement 3.6.6

3.6.6.1 Routine Travel is defined as travel within a 50-mile radius of the Department’s base location, as identified in the RFP, or the Contractor’s facility, whichever is closer to the consulting site. There will be no payment for labor hours for travel time or reimbursement for any travel expenses for work performed within these radiuses or at the Contractor’s facility.

3.6.6.2 Non-routine travel is defined as travel beyond the 50-mile radius of Department’s base location, as identified in the RFP, or the Contractor’s facility, whichever is closer to the consulting site. Non-routine travel will be reimbursed according to the State’s travel regulations and reimbursement rates, which can be found at:

www.DBM.maryland.gov - search: Fleet Management. If non-routine travel is conducted by automobile, the first 50 miles of such travel will be treated as routine travel and as described in section 3.6.6.1 of this definition, and will not be

reimbursed. The Contractor may bill for labor hours expended in non-routine

traveling beyond the identified 50-mile radius, only if so specified in the RFP or work order.

3.7 Security Requirements

In document Department of Information Technology (DoIT) REQUEST FOR PROPOSALS (RFP) DoIT Cloud Hosting and Web Shared Services. SOLICITATION No. (Page 54-57)